Technical Support Engineer - Infrastructure - L2

Mirantis helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the Mirantis Cloud Native Platform, Mirantis empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and devops portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates.

Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at www.mirantis.com.

Mirantis is adding a Technical Support Engineer to our team! We are seeking a Technical Support Engineer to provide global world-class technical support for the Mirantis Container Cloud and Openstack technologies. This engineer will have the ability to perform particular and specific tasks that require basic and limited skills. The Jr Engineer will provide support for moderately complex technical and team management activities. Learn to deploy, support, sustain and grow our Mirantis products, while helping customers along their IT journey. 

The technologies you will support include Mirantis Container Runtime, Mirantis Secure Registry, and Mirantis Cluster Engine and many more. You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, Support and Product Management to represent the voice of the customer.

The Mirantis Support team is on a mission to delight millions of developers and system administrators that rely on Mirantis Products to build, share, and run their distributed applications. Our customer base spans from individuals to SMBs to large global enterprises. As Mirantis continues to experience hyper-growth, the Global Mirantis Support team is setting our sights to find creative ways to scale efficiency while simultaneously increasing customer satisfaction.

Main Responsibilities:

• 1st stop for OpenStack and Container Cloud troubleshooting and issue triage

• Work ticket queue (SFDC) to help maintain contracted SLA’s and delight customers 

• Learn and tune Stacklight our Open Source monitoring tool 

• Troubleshooting OpenStack components and fixing bugs

• Troubleshooting Container Cloud components and fixing bugs

• Bug reporting and project follow up 

• Learn the  Mirantis Container Cloud technologies and customer deployment environments

• Create best-in-class help content and proactively review and update our knowledge management system

• Engage with the engineering team to resolve technical issues

• Identify and recommend process improvements to deliver the highest level of customer satisfaction

• Maintain and track detailed records for all customer interactions in our internal ticketing system

• Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack

• Be an active participant in your team’s efforts to resolve our customer’s complex technical challenges

• Partner cross-functionally with product and solution experts to co-develop reference architecture content

• Have fun!

• BA/BS degree or equivalent practical experience

• 2+ years technical support experience at a high-growth SaaS technology company

• General System Admin knowledge - Openstack, Linux, Ubuntu, KVM, XEN, CentOS, and Kubernetes

• General understanding of scripting language - Python

• General understanding (or willingness to learn) of network protocols

• Experience troubleshooting remote Linux system issues

• Experience troubleshooting Network issues (bare metal, virtual, cloud)

• Familiarity with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)

• Experience and dedication to creating Knowledge articles

• Customer Service focused engineer

What does Mirantis offer you?

• Work with an established leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan.

Mirantis ranked in the top 50 of G2's Best IT Cloud Products of 2021!